Fraud & Complaints Specialist — Part-Time, Hybrid

Kpi-Recruiting-Ltd; Crewe; Hybrid; GBP 17,000 - 28,000; Part time

Benefits offered by this job

Hybrid working

Competitive benefits

Job summary

Kpi-Recruiting-Ltd is seeking a Complaints & Fraud Officer on a part-time basis (25-30 hours per week) with hybrid working. The role focuses on FCA compliance, complaints handling and fraud investigations within a highly regulated environment.

You will manage and investigate complaints in line with FCA DISP, handle Ombudsman cases, support debt recovery, and produce regular reporting for senior stakeholders.

Qualifications

• Proven experience managing complaints within a regulated environment.
• Demonstrable experience handling Ombudsman complaints.
• Strong knowledge of the FCA Complaints Handbook (DISP).
• In-depth understanding of Consumer Duty principles.
• Experience FCA complaints reporting.
• Knowledge of fraud investigation and debt recovery practices.

Responsibilities

• Manage and investigate customer complaints in line with FCA requirements and internal procedures.
• Handle and respond to Ombudsman complaints, ensuring robust investigations and timely resolutions.
• Support fraud investigations and debt recovery activities.
• Prepare and submit FCA complaints reporting.
• Analyse complaints and fraud trends, providing actionable insights and recommendations.
• Produce management information and reports for senior stakeholders.
• Coordinate team workloads to ensure service and regulatory standards are met.
• Conduct quality assurance reviews and identify opportunities for improvement.
• Coach, support and develop colleagues to enhance capability and performance.
• Build effective relationships with stakeholders across the organisation.

Skills

Complaints handling

Regulatory compliance

Fraud investigations

FCA DISP knowledge

Excel proficiency

Tools

Excel

Job description

Kpi-Recruiting-Ltd is seeking a Complaints & Fraud Officer on a part-time basis (25-30 hours per week) with hybrid working. The role focuses on FCA compliance, complaints handling and fraud investigations within a highly regulated environment.

You will manage and investigate complaints in line with FCA DISP, handle Ombudsman cases, support debt recovery, and produce regular reporting for senior stakeholders.